An evolving, multifaceted role in a rapidly growing Company including:- Compliance Management, including ISO27001 (Information Security Management System), ISO9001 (Quality Management System), H&S Risk Assessments / Method Statements; Project Risk Assessments- Project Planning/ Management of Deployments across the UK‐ Installation and support of an array of sophisticated technologies which provide enhanced information for critical decision making in the Maritime Environment.

A volunteer Watchkeeper with the National Coastwatch Institution, a charity that partners with HM Coastguard, RNLI, and Border Force. In addition to Watchkeeping, I am the station's IT Liaison Officer, helping to steer improvements to our operational capability.‘Watchkeeping’ a busy stretch of the English Channel requires a high level of professionalism, training and strict adherence to formal protocols, and also allows me to contribute to the safety of people using the sea and local coastline, whilst learning new skills.

Revisiting my initial career (before IT Service Management) and pursuing my passions, by building up my photography portfolio and laying foundations for a 'lifestyle' business with passive income streams. Developing my creativity is a rewarding complement to my detailed, analytical nature.https://www.davidfagg.photos/

JSMT provided 24/365 IT support services to large (UK top 40 listed) Accountancy firms and other Professional Service organisations. A 'people-focused' business, we consistently achieved Customer Satisfaction ratings in the high 90's, whilst handling up to 10,000 user support tickets per month. Responsible for Operations, I had a wide ranging brief across the fast growing business, where it was essential (and enjoyable) to be ‘hands-on’ and ‘open-door’. Line Managing the Helpdesk, HR, Office, Project, and IT Managers, I provided daily problem solving, leadership, mentoring, and escalation in a very busy, high-pressure business, where strict adherence to clients’ protocols was vital. I exited as planned when the business was sold.Achievements included:● Oversaw the doubling of Helpdesk capacity, and the introduction of 24/7 support● Led a process-maturity exercise, to improve customer satisfaction and operational effectiveness● Drove CSAT (customer satisfaction) levels up 10 points over 4 months, to 95%● Created Service Level reports for clients, to demonstrate our performance and their user trends● Project Managed the Continuous Service Improvement plan, creating processes and training staff● Implemented a Business Continuity Plan, improving service availability during frequent power outages● Created and drove the Helpdesk KPIs, to improve our service performance● Helped stabilise operations and maintain high service quality during a sustained difficult trading period.

Responsible for the contract delivery of our software solutions across six diverse product lines to customers in the Health and Care sectors. These were mission critical systems, essential to patient safety and the wellbeing of service users. Our market leading solutions covered NHS 111, GP Out-of-Hours, Mental Health, Care homes, Domiciliary Care, and Hospices.I led the Professional Services team (50 Consultants, Trainers, Project Managers, PMO & Admin team) to hit challenging Service Revenue targets, and to maintain KPI's including high Utilisation levels of billable staff, strict cost control, and high customer satisfaction levels.Achievements included:● Led the successful integration of the Professional Services teams from five new acquisitions● Transformed wide variances in culture, process, customer service standards and financial results into a unified team, with common goals and KPIs● Improved our fee-earning capacity by increasing chargeable utilisation by 15%, achieving target of 75%● Increased our Professional Services revenue by delivering that extra capacity. Hit target £4m PA● Reduced customer complaints by improving our delivery times, project quality, and communications

Responsible for the Customer Support function across all of Advanced Health & Care's product lines to 1,000's of customers. Leading a 24/365 Service Desk, our support service had to be first-class as (aside from the commercial imperatives) our software and hardware solutions were genuinely mission critical to the well-being of patients & service users across the UK.Also concurrently responsible for the Professional Services contract delivery function in the Division’s ‘Health’ product lines, which included the national market leading Out-Of-Hours patient call handling software (‘Adastra’).Achievements included:● Integrating support services of four new acquisitions, incl merging and centralising the Service Desks● Led the service improvement plan of a support function handling 1,000 Incidents p/w● Expanded our use of ITIL (IT Service Management practices) to the delivery side of the business, including introducing more formal Change Control● Worked with the CIO to implement an improved Information Security Management System

As part of the Senior Management Team, I applied my organisational skills to add process maturity and capability to the Support and Technical Services functions as the Company sought a buyer, culminating in a reverse takeover into the Advanced Computer Software Group.Achievements included:- The roll out of ITIL (IT Service Management practices) to the Customer Support function- Expanding the Service Desk size and capability to achieve the more onerous Service Level Agreements in new, larger contracts.

Managing the daily operations of the Technical Services function which installed and supported the IT infrastructure underpinning our own software solutions at customer sites across the UK and Netherlands.Achievements included:- Managed the growth of the team from 6 to 30+ staff- Improved delivery of support contracts by introducing 6 Regional Support Bases across the UK- Recruited and line managed all of the regional PC & Network Engineers, and the office based Coordination, Procurement and Admin teams- Introduced and managed appropriate Processes befitting an expanding operation.

Installing and supporting mission critical Computer systems (PCs, servers, networks, voice recorders, mobile computers) for GPs & Nurses running our Patient Call Handling software.

Responsible for Quality Control, machine maintenance, print production and staff training across 15 branches in South East England.

Managed two newly acquired independent Mini Labs in Canterbury. Led the change management as we rolled out the target driven requirements & policies of a larger chain.

Managed photographic one-hour Mini Labs in Ashford and Gillingham. Responsible for the quality, technical, customer service, staff and retail elements.

Developing and Printing films within 60 minutes in a High Street Mini Lab, on complex and often temperamental machines.